World Class Customer Service Programme

Which companies have engaged with the Programme?

• Ramada Jarvis
• Young’s and Wells
• Baldwins Omega
• St Giles
• Lakeside Hotel
• Brend Hotels
• Barceló Hotels
• Darlington Memorial Hospital
• Healthy Life Bistro
• Belmont Hotel
• Colwall Hotel
• Cottage in the Woods                                                  
• Merlin
• Galvin’s Restaurant                                                               
• Artisan
• Compass
• Foundation Inns
• Hilton UK
• Classic British Hotels
• Park Plaza
• Merlin
• Lexington Contract Caterers     

What are they saying?

"We all want to deliver world class customer service for every guest and this exciting program develops the knowledge, skills, efficiencies and confidence to make this possible. Whether a big or small hospitality business this program will help your teams raise their game and deliver to the top and bottom line - we want it for all our team members and management"
Charles Prew, Chief Executive, Barcelo UK


"The course was very informative for both my colleague and myself. It was particularly interesting to see things through the eyes of those working in the hospitality sector and now feel I have a much better understanding of issues that can arise and how to effectively deal with them.  Hilary was very supportive and informative and certainly opened my eyes to the skills needed to be a successful trainer."
Emma Jeffreys, Wine Trainer and Brand Manager, Enotria World Wine

"I have learned more about how I effect my staff and how important coaching, corrective coaching and training is to ensure a customer receives high quality service."
Siobhan Curran, Youngs PLC

"I have been suprised and impressed by the very positive reception of this course from my team, both front line staff and managers have found it easy to relate to.
 
Despite being a generic course, because it targets individuals and their understanding of great service - rather than specific service practices - it can be applied effectively in a big group hotel, or an independent like ourselves.
 
Team members I would least expect have commented on changes in the way they perceive service, and on the way they recognise guests of the hotel perceive the service they are delivering.
 
My reception supervisor explained this was the 3rd customer service course he had attended at the hotel, but this one had had the most impact and resonance on him giving him a new understanding of the guest experience.
 
The most signifficant outcome for me is members of the team recognising more fully their own value and significance in the guest experience
 
I think it's fantastic that the hospitality skills academy is leading the way in driving customer service in the UK to the next level, and beyond."
James Bowie, Operations Manager, The Belmont Hotel


"We have all found the course to be very informative and helpful here at Solihull. Also,
form what I know everyone commented on the trainer, who really shared her positive approach amongst us!  A few days later some who had attended the course seemed to be more aware of the customers in the hotel."
General Manager, Ramada Jarvis Hotels (Sollihul)


"My own observation of the Level 2 course, which I experienced as a delegate, was that there was nothing particularly new but it was good, solid customer service training delivered in an interactive way which got the delegates involved.  I believe the real value will come in integrating it into our culture and carrying out on-job assessments to ensure the learning is transferred back to the workplace." 
Ann De Cruz, Talent Manager, Ramada Jarvis Hotels


"I have recently attended the Customer Service Programme in Exeter and was very impressed by the content."
Daniel Edwards, Senior Instructor - Cabin Crew Training, flybe


"Just wanted to thank you for the training you organised in such a quick turn around. The feedback from all the employees was extremely positive and this was exactly what we were looking for.  Further to that it allowed them also to work with each other identifying what it truly takes to deliver great customer service."
Spero Panagakis, General Manager, Galvin Restaurants

"One of my team went on the course and said that the course was very helpful to his Front of House role - he can see the restaurant with the new eyes. He found tips and hints on body language particularly interesting as well as the keep point about smiling being the first priority."
Aleksandra Turner, Catering Manager, Lexington Catering Services